Customer Care German Market

Job Description We are currently looking for a Customer Care officer for our German & Austrian markets to complete our Customer Care team, based in Barcelona. Job overview The main function is to organise languages courses abroad from the offer made by the sales offices to the return back home after the stay. Main tasks and responsibilities : Processing enrolments using our internal CRM system Managing customers’ files Assisting customers before, during and after their stay Invoicing bookings and ensuring receipt of payments from customers Collecting invoices from Partner schools and validating payments Dealing any special requests and complaints Providing personalized advice to each customer, including detailed information regarding every step of the language course, meeting the assigned deadline for each step Keeping up with local and international news to be informed of any events happening in major touristic zones Knowing the products and services offered by ESL perfectly Being flexible depending on the period, deadlines, workload and support in other Customer care markets and ESL departments Being available for the department, the Customer Care manager(s) and other employees Assisting the manager in training Assisting the department in reaching its objectives Assisting with any special projects or various administrative tasks as assigned Organising and planning your own work Communicating effectively: With members of the Customer Care department With Sales offices With Partner schools in English With clients in their mother tongue (and second language if knowledge is good enough) Handling customers' end of stay feedbacks and reviews Gathering testimonials Being able to redirect, up sell, cross sell to avoid changes and cancellations